Warning: account blocked after win, most funds never returned
I had a very concerning experience with BETMODE.
I registered an account and made multiple deposits over approximately 10 days (more than 8 deposits in total). During that time, I was consistently losing and there were no warnings, restrictions, or issues raised on my account.
Eventually, I had a significant win (over $30,000). At that point, my account was flagged and I was told my gameplay was under review. I was then asked to complete KYC verification, which I promptly provided.
After that, my account access was blocked, and I had no access to my funds. The casino remained largely unresponsive for approximately 6 weeks.
Only after this prolonged period was I informed that my account was allegedly in breach of their terms. This was never communicated at the time of deposit or during gameplay.
What is particularly concerning is that I was allowed to deposit and continue playing without restriction for days, and only once I won was this issue raised.
After repeated follow-ups, they returned only one deposit ($1,400), while refusing to return the remaining deposits.
They temporarily restored access for about one hour to allow me to withdraw that amount, and then blocked my account again, preventing access to my account history.
Additionally, my experience with customer support was disappointing. Communication was often limited, and at times responses came across as dismissive and lacking in professionalism.
Overall, the handling of this situation lacked transparency, and the terms and conditions appear to have been applied only after the fact rather than being enforced consistently.
Based on my experience, I would advise caution when using this platform.
Edit after your response: Thanks for the ChatGPT-generated reply. To be clear, I was never asked to complete KYC while I was losing money there was no issue with my account then. I also never exceeded the 10k deposit threshold that would have triggered automatic KYC verification. The request only came once I started winning significant amounts, and only then did my account suddenly become a concern.
It appears the Terms & Conditions were enforced selectively and only when it became convenient. If you consider all of my gameplay invalid, then logically all of my deposits should also be refunded. Instead, you chose to keep both my deposits and my winnings effectively deciding that my deposits were valid, but my winnings were not. I also have emails from Steve being extremely rude and threatening.
STAY AWAY FROM THIS CASINO
Réponse de Betmode
Hi,
As you have been informed several times:
1. You are not allowed to open more than one account per IP/household/person, as stated in our terms. This was discovered when we requested KYC for your second account, and you uploaded documentation that had already been provided for another account — one which was closed due to responsible gaming. As a goodwill gesture, we compensated you for your last deposit of $1,400.
Regarding your statement, "What is particularly concerning is that I was allowed to deposit and continue playing without restriction for days" — I find nothing strange about this, since the issue only arose the moment you uploaded your documentation.
I (Steve) have personally responded to you 17 times via email, and our live support team has done the same repeatedly. The fact that we don't give you the answers you want to hear is not the same as bad customer service.
Thanks for your review. We continuously work to improve, and we're always open to feedback on anything that can be done better.
When it comes to transparency, I have no problem claiming we are the most transparent casino you can find. We display all transactions and the total bankroll live on site, so all customers can see exactly what's going on.
Have a nice day :-)
